《饭店服务英语》课件-模块一 房间预订

《饭店

英语》HotelEnglishHotelEnglish模块一

RoomReservation房间预订教学目标知识目标：了解酒店房型及预定过程。技能目标：掌握酒店房间的预定程序。情感目标：关注酒店的优质服务,个性服务,提高服务技能。

教学重点1.掌握有关酒店房型的英文词汇2.掌握预定程序的实用表达

教学难点能够用英语进行房间的预定服务及接待RoomReservationMainPoints（知识要点）※Reservationprocedures

预定程序※Roomtypes

房型※Proceduresofchangingareservation

更改预定receptionist[ri'sepʃənist]n.(饭店、公司、诊所等处的)接待员reserve[ri'zə:v]vt.预订suite[swi:t]n.套房apartment[ə'pɑ:tmənt]n.公寓房间villa['vilə]n.别墅rate[reit]n.比率,等级,价格convenient[kən'vi:njənt]a.方便的book[buk]v.预订guarantee[,gærən'ti:]v.&n.担保

vt.保证requirement[ri'kwaiəmənt]n.要求expect[iks'pekt]v.盼望，期待

Ⅰ.ReadandExplore

ReadandExploreUsefulExpressions（实用表达）OfferingHelp1)WhatcanIhelpyou,please?2)MayIhelpyou,please?3)IstheresomethingIcandoforyou,sir/Madam?Reservationrequirements1)Arethereanyroomsavailable?2)Iwant/wouldliketoreserveasingleroomwithbathandafineview.3)Iwant/wouldliketoreversearoomforonenight.4)Iwant/wouldliketoreservearoomfrom5thAprilto9thApril.GivingInformationaboutRoomsandRoomRates1)Wehavemanytypesofrooms,suchas…2)Whatkindofroomdoyouwanttoreserve?3)Whatratedoyouprefer?4)Wecangive/offeryou30%off/30%discountatweekends.5)Wewillgive/offeryou20%off/20%discountforthegroupreservation.IIIntroductionUsefulExpressions（实用表达）AcceptingaReservation1)Forhowlongwillyoustayinourhotel?2)Westillhaveroomsavailablewhichmeetyourrequirements.3)Inwhosenamewillyoureserve?4)Iwillconfirmyourreservationinformation.5)Welookforwardtoyourarrival/coming/seeingyousoon.6)Weareexpectingyourarrival.

Refusingareservation1)Iamsorry.Noroomsareavailable.2)Sorry,MissClinton.Allthestandardroomshavebeenfullybookedontheday.3)Iamsorry.Allthestandardroomshavebeenfullybooked.Whataboutsuiterooms?RevisingaReservation1)Sorry,dueto…,Ihavetocancelthereservationmadeinyourhotel.2)Iwant/wouldliketorevise/changemyreservationinformation.3)Howwouldyouliketorevise/changeit?4)Iwant/wouldliketochangethereservationdate?Ⅱ.Roomtypes（房型）按设施及规格分：单人间：SingleRoom双人间：DoubleRoom大床间：KingSize&QueenSizeRoom标准间：StandardRoom标准间单人住：TSU(TwinforSoleUse)三人间：TripleRoom四人间：QuadRoom套间：Suite公寓：Apartment别墅Villa按级别分：经济间EconomicRoom普通间StandardRoom高级间SuperiorRoom豪华间DeluxeRoom商务标间BusinessRoom行政标间ExecutiveRoom行政楼层ExecutiveFloorRoomtypes（房型）特殊房型:不限房型RunoftheHouse无烟标准间NonSmoking残疾人客房HandicappedRoom带厨房客房RoomwithKitchen相邻房AdjoiningRoom按朝向分:朝街房FrontViewRoom背街房RearViewRoom城景房CityViewRoom园景房GardenViewRoom海景房SeaViewRoom湖景房LakeViewRoom

Dialogue1:FITReservation

(G:GuestR:Receptionist)

R:Hello,FriendshipHotel,reception.WhatcanIdoforyou?G:Hello,thisisAliceClinton.Iwouldliketoreservearoominyourhotel.R:Whatkindofroomwouldyoulike?G:Iwouldliketoreserveasingleroomwithbathfrom1st.Aug.to31st.Aug..R:Waitamomentplease,Iwillcheckforyou…Yes,thereisaroomavailableonthe11thfloor.G:Fine.What’stheroomrate?R:$280pernight.G:CanIhaveadiscount?R:Sorry,Iamafraidnot.ForalltheroomratesduringtheOlympicGamesarefixed,MissClinton.G:Comeon,I’llstayhereforonemonth,shouldn’tIdeserveaspecialrate?R:Holdon,please.I’llcheckwithourmanager,andgetbacktoyouinamoment.G:Thankyou,Youaresokind.(Afewminuteslater)R:Hi,MissClinton,Ijustcalledourmanager.Consideringyourlongstay,wecangiveyoua10%discount,sothepriceis$252,itdoesnotcoverthebreakfast.Howaboutthat?G:Soundsgreat.Thankyouforyourhelp.R:Youarewelcome.Inwhosenamewouldyouliketomakethereservation?G:AliceClinton.R:Couldyoupleasespellyourname,MissClinton?G:OK,Alice,a-l-i-c-e,Clinton,c-l-i-n-t-o-n.R:A-l-i-c-e,Alice,c-l-i-n-t-o-n,Clinton.OK,thewaytocontactyou?G:Myphonenumberis00145o447815,andmyE-mailaccount:Alice@.R:OK,MissClinton.OnesingleroomreservedunderAliceClinton,thecheck-indateis1st.Aug.,youwillstayherefrom1stAug.To31st.Aug.,$252pernight,excludingbreakfast,phonenumberis0014504471815,E-mail:Alice@.Right?G:Exactly.Thankyou.R:Mypleasure,MissClinton.Wewillkeepyourreservationtill15:00on1st.Aug.,lookforwardtoyourcoming.G:Thankyouforyourhelpandreminding,seeyou.R:Seeyou,MissClinton.

RoomreservationsareusuallyoperatedbytheFrontDesk(thereception),theRoomReservationDepartmentorSalesDepartment.Guestscanchoosewhattheyneedorfavor,andshouldbeinformedoftheprice,standard,thefloor,thewindowview,etc.Priceisrelativelyhigherinthepeakseasonanddiscountisusuallyfoundintheslackseason.$999pernight?Ican’tbelieveit.Goodmorning,CanIhelpyou…

Oncearoomreservationisrequested,theclerkshouldfirstchecktheroomavailabilityfortherequireddays;ifavailable,areservationformismade,withallrelevantinformationtakendown.Confirmationisnecessary,andrequired.Roomreservationscanbechangedorcancelledwithadvancednotification.Theroomiscrystalclean,Iassureyou…

Withthedevelopmentoftheinternet,thereisatendencytobuildanetworkconnectinghotels,airlinesaswellassometravelagencies,sothatguestscanarrangetheirtravelwellatoneplaceofthewholenet.Suchanetworkwilloffergreatconvenienceinaroomreservation.III.Lead-inActivitiesCanyougivetheanswerstothem?1.Haveyoueverbeeninafive-starhotel?Ifso,howdidyoubookyourroomthere?2.Whichwaydoyouthinkisthemostefficientwaytomakearoomreservation?3.Whichdepartmentofahotelwilldealwithcustomers’reservations?4.Oncearoomreservationisrequested,whatshouldtheclerkdonext?5.Doyouthinkthatservingguestsisindeedanart?Whyorwhynot?ClassactivityteamworkRoomReservationIV.TopicextensionWordsandexpressions:

reservationn.预定receptionistn.接待员，传达员suite:n.套房，随员occupancyn.占有cancellationn.取消Deluxesuitesn.豪华套房adoubleroom双人间reservationrecord预定记SheratonHotel喜来登酒店RoomReservationV.OralTime

SituationA:

You’reanassistantofJenniferAnniston，Louise.You’dliketobookadeluxesuiteforherfromMarch8thtoApril9th,anddecidetotryanotherhotelafteryouknowthatthehotelisfullyoccupied.

I’dliketobook…Actitout

SituationB:

Youanswerthephoneandtelltheclienttherearen’tanysingleroomsleftandrecommendtheclienttohaveadoubleroominstead. Therearen’tanysingleroomsleft……ActitoutCheckup我想预定两个豪华套间、五个双人间及十个单间。2)对不起，现在饭店没有空房，我们不再接受预定了。3)我不得不改变我的预定日期。4)您想以谁的名义预定?5)你们的标准间房价是多少？6)我们期待您的光临。

Translation1)I’dliketobooktwodeluxesuites,fivedoubleroomsan